View Your Disputes in Shopmonkey

Navigate to Settings → Payments → Disputes.

Columns

• Status: The current state of the dispute
• Disputed On: The date the issuing bank initiated the dispute on the transaction
• Respond By: The strict deadline set by the issuing bank. This deadline cannot be moved
• Resolved: The date the issuing bank rendered their final decision
• Customer: Your customer who initiated the dispute
• Order: The corresponding order number associated with the charge
• Reason: The dispute reason code provided by the issuing bank
• Disputed Amount: The amount disputed by the cardholder. Please note: The disputed amount may not always be the full amount of the charge

Filters

Filter disputes by:

• Dispute date
• Customers with disputes
• Current Status

Dispute Status

The Status column provides valuable information to help you manage your disputes and submit evidence on time. Information included in the status column includes:

• Due in X Days: The number of days remaining until the dispute evidence deadline
• Inquiry: A preliminary request where the customer is asking for additional documentation regarding the charge. This is not a formal dispute, and no money movement has occurred
• Under Review: The issuing bank is currently reviewing the submitted evidence. The estimated time frame for a final decision is 45 to 60 days
• Due Today: Last opportunity to submit dispute evidence
• Under Review (Inquiry): The issuing bank is evaluating the submitted inquiry documentation (decision window is 45 to 60 days). If satisfied, the transaction will not escalate to a formal dispute
• Overdue: The dispute deadline has passed without receiving any evidence
• Won: The issuing bank ruled in your favor, and the disputed funds have been returned to your account
• Lost: The issuing bank did not rule in your favor

Dispute Notifications

In-app notifications keep you informed across every stage of the dispute flow, including incoming dispute alerts, reminders for approaching deadlines, and final dispute decisions.

Managing Notification Preferences

Please note: All admins receive in-app dispute notifications by default.

To update notification settings (such as turning off specific dispute alerts or enabling SMS/Email notifications):

1. Navigate to Settings → Users
2. Select the specific Admin user profile
3. Go to Shop Notifications → Payments
4. Adjust the checkboxes for SMS, Email, or In-App notifications
5. Save changes

Submitting Evidence in Shopmonkey

Evidence can be submitted within the order or on the dispute dashboard.

On a disputed payment, select Upload Evidence. This will redirect you to a secure portal called ProgressShareFile. 

Enter the following information:

• Email
• First Name
• Last Name
• Company

This information will associate your evidence with the appropriate dispute case. Select Continue.

Drag and drop your files into the upload box or select Browse files to attach compelling evidence. Once files are attached, select Upload to process the submission. 

When upload completes, the status will turn green and display Uploaded. You may then close the window.

Once your evidence files are received, Shopmonkey will create a rebuttal response on your behalf. If additional details or clarifications are needed before submission, the team will reach out to you directly. If no additional information is needed, the team will proceed with submitting the rebuttal response. 

Please allow 24-48 hours for Shopmonkey to review the submissions and create a rebuttal response. Once the evidence is formally submitted by Shopmonkey, the dispute status will update to Under Review.

Once the issuing bank renders a decision, you will receive an in-app notification about the dispute decision.  Please note that the estimated time frame a customer’s bank can take is 45-60 business days to review the submitted evidence and render a decision on the case.

Check out our help article Shopmonkey Payments: Payment Dispute Reference Guide to learn more about:

• Identifying the dispute reason
• Understanding what your customer is claiming
• Gathering the strongest supporting documentation before submitting your response

Still have questions? Reach out to disputes@shopmonkey.io for help.